PREFLOOR LTD is not a bank, an electronic money institution or a licensed payment institution and does not hold or settle client funds. Complaints about the execution, delay, blocking or settlement of a payment are handled by the licensed payment partner that provides the payment service. We will identify the correct recipient and pass your complaint on where you ask us to.
1. What we can handle
- the quality of the technology and organisational services provided by PREFLOOR LTD, including integration, technical routing of payment data, reporting and support;
- onboarding and due diligence conducted by PREFLOOR LTD;
- processing of personal data by PREFLOOR LTD;
- the conduct of PREFLOOR LTD staff;
- the content of this website and the documents published on it.
2. What has to go to a licensed payment partner
- acceptance, processing, settlement, delay or reversal of a specific payment;
- withholding, reserves or set-off applied to settlement amounts;
- the decision of a licensed payment partner to decline, restrict or terminate a connection;
- disputes and chargebacks raised by end customers.
If you are not sure which category your matter falls into, send it to us and we will tell you who is responsible.
3. How to submit a complaint
Send your complaint to business@prefloorltd.com with the word "Complaint" in the subject line. To let us handle it without further exchanges, please include:
- the legal name of your company and your own name and position;
- your contact details;
- a description of what happened, with dates;
- reference numbers, correspondence or screenshots, where relevant;
- the outcome you are seeking.
4. How we handle it
| Stage | Timing |
|---|---|
| Acknowledgement of receipt | Within 3 business days |
| Substantive reply, or an explanation of the delay and an expected date | Within 15 business days of receipt |
| Complex cases requiring information from a licensed payment partner or a third party | Up to 35 business days, with interim updates |
Complaints are recorded, reviewed by a person not directly involved in the matter where that is possible, and answered in writing to the address from which they were sent.
5. If you disagree with the outcome
You may ask for the matter to be reviewed again, providing any additional information. This does not restrict your right to pursue the matter through the courts under the applicable agreement, or to apply to a competent authority.
Complaints about the processing of personal data may also be lodged with the Office of the Commissioner for Personal Data Protection in Cyprus, as stated in the Privacy Policy.
6. Contact
PREFLOOR LTD
Giannou Kranidioti & Pargas 9,
Floor 1, Flat/Office 102,
1065 Nicosia, Cyprus
E-mail: business@prefloorltd.com